Akhona Msutwana
Call Centre Consultant
Cape Town
Summary
Dynamic Sales Consultant with a proven track record at Woolworths Financial Services, excelling in customer relationship management and consultative sales. Consistently exceeded sales goals by leveraging product knowledge and effective objection handling, fostering long-lasting client relationships and enhancing customer satisfaction through tailored solutions.
Overview
17
17
years of professional experience
Work History
Sales Consultant
Woolworths Financial Services
02.2011 - 04.2026
- Engaged with clients to identify financial needs and recommend tailored products.
- Provided exceptional customer service, ensuring satisfaction and retention.
- Collaborated with team members to streamline sales processes and improve efficiency.
- Developed product knowledge to effectively communicate benefits to customers.
- Conducted market research to stay informed on industry trends and competitor offerings.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Stayed knowledgeable on latest Product or Service innovations and technological advancements through continuous training.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
Customer Service Consultant
Asda
02.2010 - 11.2010
- Assisted customers with inquiries, ensuring satisfaction and timely resolution of issues.
- Managed product returns and exchanges efficiently, maintaining store policies and customer trust.
- Provided support to team members during busy periods, fostering a collaborative environment.
- Handled cash transactions accurately, contributing to smooth operational flow at checkout.
- Adapted quickly to new systems and processes, enhancing service delivery efficiency.
- Maintained knowledge of current promotions and product availability to inform customers effectively.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Increased client retention through exceptional service and timely solutions to issues.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
Customer Service Concierge
Teletech
06.2009 - 12.2009
- Delivered exceptional customer service in high-volume environments to enhance client satisfaction.
- Managed customer inquiries across multiple channels, ensuring prompt and accurate responses.
- Assisted in resolving escalated issues, fostering positive relationships with clients and internal teams.
- Utilized CRM software to track interactions, improving service efficiency and follow-up processes.
- Exceeded performance metrics consistently by focusing on swift resolution of customer issues and building rapport through attentive service.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes while maintaining a professional demeanor, ensuring positive interactions with customers.
- Improved team morale by providing constructive feedback and celebrating successes together as a group.
- Assisted customers with complex issues by leveraging deep product knowledge and problem-solving skills.
- Provided timely feedback to management regarding customer needs and preferences, informing business strategy decisions.
- Handled customer complaints to satisfy and retain guests.
Sales Consultant
4 Life Direct
01.2009 - 05.2009
- Developed strong customer relationships to enhance satisfaction and loyalty.
- Conducted product presentations to educate clients on benefits and features.
- Collaborated with team to identify sales opportunities and strategies.
- Utilized CRM software to track customer interactions and sales progress.
- Analyzed market trends to inform product recommendations and pricing strategies.
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Followed up with existing customers to provide additional support and address concerns.
Education
Events Management (short Course) - Events Management
07.2016
Certificate In Sales (Banking Services) - Banking And Finance
02.2015
High School Diploma -
12.2007
Skills
Time management
Customer relationship management
CRM proficiency
Objection handling
Product and service sales
Closing techniques
Consultative sales
Sales strategies
Customer liaison
Exceeds sales goals
Customer relationship building
Customer service
Product and service knowledge
Upselling and cross selling
Complex Problem-solving
Relationship selling
Sales closing
Client service
Competitor research
Sales forecasting
Customer retention abilities
Timeline
Sales Consultant - Woolworths Financial Services
02.2011 - 04.2026
Customer Service Consultant - Asda
02.2010 - 11.2010
Customer Service Concierge - Teletech
06.2009 - 12.2009
Sales Consultant - 4 Life Direct
01.2009 - 05.2009
The University of Cap Town - Events Management (short Course), Events Management
Milpark Education - Certificate In Sales (Banking Services) , Banking And Finance
Sea Point High School - High School Diploma,